Shipping policy
Last updated: 18 August 2026
At Seoul by Ruby, we ship orders from Australia to customers worldwide.
This Shipping Policy explains how orders are processed, dispatched and delivered, including additional terms that apply to pre-orders.
Order Processing
In-stock orders are generally processed and prepared for dispatch within 1–3 business days.
During launches, promotional periods, public holidays or periods of unusually high demand, processing may take slightly longer.
Business days exclude weekends and public holidays in Western Australia.
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.
Pre-order products are subject to the separate estimated dispatch timeframe displayed on the relevant product page and/or at checkout.
Australia Shipping
We offer shipping throughout Australia.
Estimated delivery times depend on your location and the shipping service selected at checkout.
As a general guide, delivery after dispatch may take approximately:
- Metro areas: 2–5 business days
- Regional and remote areas: 3–10 business days
These timeframes are estimates only and may vary depending on the carrier and destination.
Available shipping options and charges will be displayed at checkout.
International Shipping
Seoul by Ruby ships to many destinations worldwide.
International delivery times vary depending on the destination country, selected shipping service, customs processing and local postal or courier networks.
As a general guide, international orders may take approximately 5–15 business days after dispatch, although some destinations may take longer.
Available shipping options and charges for your destination will be displayed at checkout.
Pre-Orders
Products identified as pre-order are sold before they are available for immediate dispatch.
The expected dispatch timeframe will be displayed on the relevant product page and/or at checkout. Any pre-order dispatch date or timeframe is an estimate and may change due to manufacturing, freight, customs, carrier delays or other circumstances outside our reasonable control.
Payment for pre-order products is taken at the time the order is placed.
By placing a pre-order, you acknowledge that the product is not available for immediate dispatch and agree to wait until the stated estimated dispatch period.
Pre-Order Cancellations and Change of Mind
Pre-orders are considered final for change-of-mind purposes once placed.
We do not offer cancellations or refunds simply because you change your mind, circumstances change or you no longer wish to wait where the order remains within the stated estimated dispatch timeframe.
If there is a material change to the expected dispatch timeframe, we will provide an update where reasonably practicable. Any cancellation or refund rights in those circumstances will be handled in accordance with applicable law.
Nothing in this section excludes or restricts any rights or remedies you may have under the Australian Consumer Law or other applicable law.
Orders Containing Pre-Order and In-Stock Products
If your order contains both in-stock and pre-order products, the entire order may be held and dispatched together once all products are available, unless otherwise stated.
If you would prefer available products to be dispatched separately, please contact us. Additional shipping charges may apply where a separate shipment is requested by the customer.
Delivery Estimates
Any delivery dates or timeframes displayed on our website, product pages, at checkout or in shipping communications are estimates unless expressly stated otherwise.
Delivery may be affected by factors outside our reasonable control, including:
- carrier delays;
- severe weather;
- customs processing;
- public holidays;
- peak shopping periods;
- industrial action;
- manufacturing or freight delays affecting pre-orders;
- incorrect or incomplete delivery information; and
- disruptions to postal, transport or courier networks.
If your order is significantly delayed, please contact us and we will assist with investigating the shipment.
Nothing in this section affects rights available under applicable consumer law.
Tracking
Where tracking is available, your tracking details will be emailed to you once your order has been dispatched.
Tracking information may take some time to update after the carrier first receives the parcel.
If your tracking has not updated for an extended period, contact us at support@seoulbyruby.com with your order number.
Customs, Duties and Taxes
International orders may be subject to customs duties, import taxes, VAT, tariffs, processing fees or other charges imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.
Seoul by Ruby does not control charges imposed by foreign customs authorities and cannot predict the amount that may be payable.
Customers are responsible for checking applicable import requirements, restrictions and charges in their destination country before placing an order.
If an international parcel is refused, abandoned or returned because applicable duties, taxes or customs charges were not paid, any refund or store credit will be assessed in accordance with our Returns & Refunds Policy and applicable law. Reasonable original shipping, return shipping or other costs incurred by us may be deducted where legally permitted.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please check your delivery information carefully before placing your order.
If you notice an error, contact us at support@seoulbyruby.com as soon as possible.
We will try to assist, but we cannot guarantee that an address can be changed once an order has entered fulfilment or been dispatched.
If an order is returned to us because:
- an incorrect or incomplete address was provided;
- the recipient was unavailable and the parcel was not collected;
- delivery was refused; or
- another customer-controlled delivery issue prevented delivery,
we may require payment of additional shipping charges before resending the order.
Any refund or store credit in these circumstances will be handled in accordance with our Returns & Refunds Policy and applicable law.
Authority to Leave and Safe-Drop Deliveries
Some carriers may offer authority-to-leave, safe-drop or similar delivery options.
Where you independently request or authorise a carrier to leave a parcel in a nominated location, you are responsible for ensuring that the nominated location is suitable and secure.
Nothing in this section limits any rights or remedies that cannot lawfully be excluded.
Lost Parcels
If you believe your parcel has been lost in transit, please contact support@seoulbyruby.com.
We may ask you to confirm your delivery address, order number and other relevant information so that we can investigate the shipment with the carrier.
A parcel will not necessarily be considered lost solely because its estimated delivery date has passed. Where appropriate, we may need to complete or await a carrier investigation before a shipment can be confirmed as lost.
Where a shipment is confirmed as lost and Seoul by Ruby is required to provide a remedy under applicable law, we will arrange the appropriate resolution.
Damaged Parcels
If your order arrives damaged, please contact support@seoulbyruby.com as soon as reasonably possible.
To help us investigate and resolve the issue, we may request:
- your order number;
- photographs of the shipping parcel;
- photographs of the affected product;
- photographs of the internal packaging; and
- a description of the issue.
Please retain the product and packaging until we have reviewed your request.
Damaged or faulty products will be handled in accordance with our Returns & Refunds Policy and applicable consumer law.
Missing or Incorrect Items
Please check your order after delivery.
If an item is missing or you receive an incorrect product, contact support@seoulbyruby.com with your order number and details of the issue.
Where we have made an error, we will arrange an appropriate resolution.
Multiple Shipments
In some circumstances, products from the same order may be dispatched separately.
If we choose to split your order, you may receive more than one parcel and tracking number.
You will not be charged additional shipping simply because Seoul by Ruby chooses to split an order after purchase.
This does not apply where you specifically request separate delivery of products that would otherwise have been dispatched together, in which case additional shipping charges may apply.
Returned to Sender
If a parcel is returned to Seoul by Ruby because it could not be delivered, we will contact you where reasonably practicable.
Depending on the reason for the return, you may be required to pay the cost of reshipping the parcel.
If the return resulted from an incorrect address, failure to collect, refusal of delivery, unpaid import charges or another circumstance attributable to the customer, original and return shipping costs may be non-refundable where permitted by law.
If you choose not to have an eligible parcel resent, any refund or store credit will be assessed in accordance with our Returns & Refunds Policy and applicable law.
Change of Mind
Our Shipping Policy does not provide a separate right to return or cancel an order because you have changed your mind.
Our rules regarding change-of-mind returns, exchanges and store credit are set out in our Returns & Refunds Policy.
Where we accept an eligible change-of-mind return, any store credit or exchange is subject to the conditions of that policy.
We do not provide cash refunds simply because a customer changes their mind.
This does not affect any refund, replacement or other remedy you may be legally entitled to where a product is faulty, damaged, incorrectly supplied or otherwise fails to comply with an applicable consumer guarantee.
Shipping Restrictions
Although we ship internationally, there may be countries, regions or addresses we cannot service due to carrier restrictions, import requirements, sanctions, safety concerns or other circumstances outside our reasonable control.
Availability of shipping to your destination will generally be determined at checkout.
We reserve the right to decline or cancel an order where we cannot lawfully or reasonably deliver it.
If we cancel an order for this reason after receiving payment, we will refund the amount paid for the affected order.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law or any other applicable law that cannot legally be excluded, restricted or modified.
Our policies concerning change of mind, pre-orders, store credit and exchanges do not override your statutory consumer rights.
Contact Us
For shipping or delivery enquiries, please contact:
SEOUL BY RUBY PTY LTD
Trading as Seoul by Ruby
Email: support@seoulbyruby.com
Please include your order number when contacting us so we can assist you as quickly as possible.